Data Analysis on ANAC - National Civil Aviation Agency

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Data Exploration

Attention: the README explains what each feature means based on the ANAC report.

Basic Metrics

Amount of different values for each feature

note: not using df.nunique(), since NaN is not counted as an unique value.

as we want to perform a data analysis in order to generate insights, we can remove some features that do not make much sense for our proposal. Therefore, we will remove the following features:

['HoraAnálise', 'DataAnálise', 'PrazoAnaliseGestor', 'AnáliseDaRecusa', 'HoraRecusa', 'DataRecusa','HoraResposta', 'DataResposta', 'CódigoClassificadorANAC', 'DataAbertura', 'HoraAbertura', 'Cidade','AnoAbertura', 'HoraFinalização', 'EdiçãoDeConteúdo']

We will initially analyze in a general form with all companies

hus, we see that the most used platform for making complaints is the web platform.
We can graphically analyze:
We noticed a large concentration of complaints in the southeastern region, which makes sense, as it is the most populous region in Brazil. The southeast region consists of the states of São Paulo, Rio de Janeiro, Minas Gerais and Espírito Santo.
Let's first visualize it through a graph, considering only the regions, and then with a map covering all the states:
Now we are going to analyze it using a map to better visualize the concentration of complaints in Brazil.
As seen on the map, it is evident that the highest concentration of complaints occurs in the state of São Paulo.

We will check the behavior of the "genders" in relation to the number of complaints.

In this case, we have that about 56% of those who complain are men and about 44% are women.

Let's see how the complaints regarding the age group take place.
note that the highest concentration occurs in the age group between 31 and 40 years old.
We can analyze by problem group that provides us with valuable information to know what are the main causes of complaint.
We have that the main problem group is the quality addiction that represents 31.8% of the cases, followed by the collection / contestation group with 25.19% of the cases.

We can go further and look more closely by looking at the Problem column.

As we can see, we have 61 types of problems, so let's filter to show only those problems that have at least 1000 complaints.
We see that, among all the problems the one that generates most complaints is the flight cancellation with about 15.6% of the complaints.
We can verify which means is most used by customers to make the purchase / contracting of services.
Now let's see if the customers who make the complaint, seek some kind of internal resolution before making a complaint.
With this we see that the vast majority, about 90% of customers, seek a resolution with the company before making a complaint. Thus, the company has the possibility to really solve the customer's demand, retain the customer and still avoid a complaint.
Here we see that most complaints are resolved and evaluated but we also have many cases that are finalized but the client has not evaluated. Thus, we lost a lot of information to understand how the customer evaluates the resolution of what happened.

Here we have the assessment that the consumer gave the resolution proposed by the company. We noticed that about 43% of complaints are not assessed and there is a balance between complaints considered resolved and not resolved.

Next, we will check what grade the client assigns to the resolutions that the company proposes.
Thus, considering all the airlines made available by the ANAC report, we see that almost 46% of complaints are evaluated with a minimum grade, which demonstrates customers' dissatisfaction with the possible treatment that companies give to complaints and objections made by consumers.

ANALYZING ONLY THE COMPANIES: AZUL, GOL E LATAM

We can see that regardless of the rating given by the consumer, Latam presents the highest number of evaluations. It may seem counterintuitive, but this is a good sign, as it can mean that problems are being solved. However, we must be careful since we have many cases evaluated with a minimum score, which may indicate that despite resolving many adverse situations, perhaps the resolution is not being treated with due attention.
Then it is worth analyzing the time that each company takes to answer the questions of its customers.
It is evident that companies tend to solve the vast majority of problems in up to 10 days and in large volumes. Another very notable fact is that we have a large number of cases being resolved in up to two days by Latam, which shows its concern in actually providing assistance to the customer.
In the same way that we analyze for all companies, we can verify how the evaluation that the client gives to each company under analysis behaves.
Considering all three types of possible evaluation, we see that Latam has a very considerable percentage, which is around 50%. In other words, from this information we cannot draw many conclusions, as around 55% of complaints have not been assessed.
Azul, on the other hand, has a low percentage of complaints not evaluated by customers, around 15%. and practically the same percentage among customers who understand that complaints have been resolved and not resolved, about 20%.
We can now verify that the customer, before making a complaint, sought the company to resolve the problem internally.
We can see that about 88% of customers seek the company before making a complaint with the competent body. So there is an opportunity here to be able to avoid an external complaint.
Latam, presents a percentage of customers who seek to try to solve the problems before making a complaint far superior to its competitors. That is a great opportunity to really make a service seeking to best solve the problems that the customer presents.
We will assess which types of problems most affect customers, considering at least 1000 complaints:
Comparing with the general case, when we analyze all the companies, we see that we arrived at the same conclusion: the cancellation of the flight remains the biggest reason for complaint.
Finally, we see that Latam is the company that presents the most complaints regardless of the problem group we consider